ACD contact center features
240 Communication Manager Guide to ACD Call Centers
Station-to-station calls
This scenario describes what happens when Phone I calls Phone II (both phones are on
the same communication server).
The communication server creates a new UCID (such as UCID “a”) for any call originated
by an internal station user.
Incoming trunk calls
UCID is assigned to an incoming call.
The communication server either
●
receives UCID x information from an incoming call over an ISDN trunk.
●
creates UCID y for incoming calls that do not already have a UCID.
There is one CMS call history record for each incoming call.
Outgoing trunk calls
UCID is associated with the outgoing trunk call from Phone I.
The communication server creates a UCID (such as UCID x) for an outgoing trunk call and
then sends it over an outgoing shared UUI or QSIG ISDN trunk.
The communication server creates a UCID (such as UCID x) for an outgoing trunk call
even if the trunk (such as a non-ISDN trunk) does not support the transmission of a UCID.
Simple transfer or conference
This scenario describes a simple transfer or conference call scenario.
When an incoming trunk or station call is received by the station user at Phone I and
transferred to or conferenced with another station user or outside party:
1. The communication server creates a UCID for the incoming call if it needs one.
2. The communication server creates a new UCID for the temporary conference or
transfer portion of the call.
3. The communication server merges the temporary portion of the call with the original
call when the conference or transfer is completed within the communication server.
This is when the overriding UCID (such as UCID “a”), becomes the UCID for all parties
within the communication server.
Note:
Note:
If the outgoing trunk does not support the sending of UCIDs, then the UCID
of the outgoing call at the receiving communication server will be “null”.